Me and My Home
My community
News
Help & Support
About Us
Careers
Contact Us
en English
en Englishcy Welsh
Tenant Login
Me and My Home
Tenant Resources
Find support quickly
Leaseholder Guidance
Information for Leaseholders
Supported Living
Live independently in your own home
Garages
Find out the types of garages we have available.
Pay my rent & How to pay
If you’re struggling with rent due to the cost of living crisis, we’re here to offer support.
St.George's Court
With planning approval granted for the first phase of renovation works, we’re ready to deliver meaningful improvements to homes and the building.
My community
Anti-social Behaviour
ASB app, and what is and is not classed as ASB
Membership of Tai Calon
Have a say in how your home and community is managed
Blaenau Gwent Food Partnership
With help from the local community, the Blaenau Gwent Food Partnership is starting a good food movement.
Customer Voice
Tell us what you think
Development Programmes
Developing a housing, land and property portfolio that meets the needs of current and future generations.
Sustainable communities
Tackling climate change and creating thriving communities go hand in hand. Together, we can protect the places we love and build a better future for everyone.
Help & Support
Get help with the cost of living
We understand that the rising cost of living can be worrying if you have difficulty paying your bills and rent, but help and advice are available.
Safeguarding
Safeguarding is the action that is taken to protect adults or children who might be at risk of harm, to order to prevent them suffering abuse.
Managing your rent arrears
We understand the effects of the current cost of living crisis, if you do fall into arrears with your rent there are ways we can advise and support you. We know it can be stressful to talk about, but please don’t wait until you owe a large amount of money before reaching out to us.
Universal Credit
Keep things smooth by making the move to Universal Credit!
Healthy Homes
Learn how to keep your home free from damp and mould
How to register for a home
Find information on securing yourself a new home
About Us
Who we are
Blaenau Gwent’s largest social landlord, providing homes and supporting communities.
How we are doing
Learn more about our performance by clicking here.
Meet our Teams
Learn more about people at Tai Calon
What we're doing
Find out more about what we do at Tai Calon
Partnership & Collaboration
Tai Calon works with a range of partners and other organisations
Contact Us
General Enquiries
You can visit, write or telephone us
Sevice Standards
Our service standards tell you what you can expect from us.
Complaints & Compliments
We’d love to hear your feedback
Llais ein Pobl
Share ideas, discuss important topics, give feedback on policies and plans, and help shape the future of your community and housing services.
Out of Hours Emergency Form
All out-of-hours emergencies including housing repairs can be reported on the Delta Wellbeing website.
Tenant Login
Me and My Home My community News Help & Support About Us Careers Contact Us
Search
Return
Tenant Resources Find support quickly Leaseholder Guidance Information for Leaseholders Supported Living Live independently in your own home Garages Find out the types of garages we have available. Pay my rent & How to pay If you’re struggling with rent due to the cost of living crisis, we’re here to offer support. St.George's Court With planning approval granted for the first phase of renovation works, we’re ready to deliver meaningful improvements to homes and the building.
Anti-social Behaviour ASB app, and what is and is not classed as ASB Membership of Tai Calon Have a say in how your home and community is managed Blaenau Gwent Food Partnership With help from the local community, the Blaenau Gwent Food Partnership is starting a good food movement. Customer Voice Tell us what you think Development Programmes Developing a housing, land and property portfolio that meets the needs of current and future generations. Sustainable communities Tackling climate change and creating thriving communities go hand in hand. Together, we can protect the places we love and build a better future for everyone.
Get help with the cost of living We understand that the rising cost of living can be worrying if you have difficulty paying your bills and rent, but help and advice are available. Safeguarding Safeguarding is the action that is taken to protect adults or children who might be at risk of harm, to order to prevent them suffering abuse. Managing your rent arrears We understand the effects of the current cost of living crisis, if you do fall into arrears with your rent there are ways we can advise and support you. We know it can be stressful to talk about, but please don’t wait until you owe a large amount of money before reaching out to us. Universal Credit Keep things smooth by making the move to Universal Credit! Healthy Homes Learn how to keep your home free from damp and mould How to register for a home Find information on securing yourself a new home
Who we are Blaenau Gwent’s largest social landlord, providing homes and supporting communities. How we are doing Learn more about our performance by clicking here. Meet our Teams Learn more about people at Tai Calon What we're doing Find out more about what we do at Tai Calon Partnership & Collaboration Tai Calon works with a range of partners and other organisations
General Enquiries You can visit, write or telephone us Sevice Standards Our service standards tell you what you can expect from us. Complaints & Compliments We’d love to hear your feedback Llais ein Pobl Share ideas, discuss important topics, give feedback on policies and plans, and help shape the future of your community and housing services. Out of Hours Emergency Form All out-of-hours emergencies including housing repairs can be reported on the Delta Wellbeing website.
Home Complaints & Compliments

Your feedback matters to us.

We want to hear from you when things have gone well, when something hasn’t met your expectations, or when you have an idea that could help us improve.
Your feedback helps us learn, improve our services and make sure we’re delivering the best possible experience for our customers.

It’s ok to complain

If something hasn’t gone right, please tell us.
We understand that making a complaint can sometimes feel difficult, but your feedback helps us understand what we need to improve and gives us the opportunity to put things right.
Making a complaint will not affect the service you receive from us now or in the future.
We will always:
  • Listen to your concerns.
  • Treat you fairly and with respect.
  • Look into what has happened.
  • Keep you updated
  • Do our best to put things right.

Our complaints process at a glance

You tell us → We look into it → We work to put things right → You receive a response.
Stage 1: Resolving your concern
We’ll try to resolve your complaint quickly and aim to respond within 10 working days.
Stage 2: Formal investigation
If your concern cannot be resolved or you remain unhappy, we’ll conduct a more detailed review and provide a full response within 20 working days.
Still unhappy?
You may be able to contact the Public Services Ombudsman for Wales.

How to make a complaint

You can contact us in whichever way works best for you:
Call/WhatsApp: 0300 303 1717
Email us: talktous@taicalon.org
Complete our online complaints form: [Link]
Write to us:
Tai Calon Community Housing
Solis One
Griffin Lane
Rising Sun Industrial Estate
Blaina
NP13 3JW
You can also arrange to speak with a member of our team by phone or email.
If you give us a rating of 1 through our customer feedback service, Rant & Rave, we will treat this as a complaint and look into it as a priority.

What happens after you make a complaint?

We will always take your concerns seriously and keep you informed throughout the process.
Our aim is to resolve complaints as quickly as possible.

How to make a complaint

You can contact us in whichever way works best for you:
Call/WhatsApp: 0300 303 1717
Complete our online complaints form here.
Write to us:
Tai Calon Community Housing
Solis One
Griffin Lane
Rising Sun Industrial Estate
Blaina
NP13 3JW
You can also arrange to speak with a member of our team by phone or email.
If you give us a rating of 1 through our customer feedback service, Rant & Rave, we will treat this as a complaint and look into it as a priority.

What happens after you make a complaint?

We will always take your concerns seriously and keep you informed throughout the process.
Our aim is to resolve complaints as quickly as possible.

What if I’m still unhappy?

We hope we can resolve your complaint and put things right.
However, if you remain unhappy after we have completed our complaints process, you can contact the Public Services Ombudsman for Wales.
The Ombudsman is independent and can look at complaints where you believe you have been treated unfairly or received poor service because something went wrong.

Saying thank you

Feedback isn’t just about things we can improve.
If you’ve had a great experience with Tai Calon, we’d love to hear from you, too.
Whether you leave us a 5 on Rant & Rave or send us a message, your kind words help us recognise colleagues who have gone the extra mile and celebrate the positive difference they make. You can share a compliment using any of the contact methods above.

Complaints report

Every complaint helps us improve.
At Tai Calon, we value all feedback. Complaints are more than reports of dissatisfaction – they’re an opportunity to listen to our customers, learn from their experiences and improve the services we provide.
Each year, we publish a Complaints Report explaining the complaints we’ve received, what we’ve learned and the improvements we’ve made as a result. This report covers the period 1 April 2024 to 31 March 2025 and has been produced in line with guidance from the Public Services Ombudsman for Wales.
Read our Complaints Report here

Need help making a complaint?

If you need extra support to tell us about your concerns, our team will do their best to help.
We can provide information in different formats, including large print or other languages where required.
We’re here to listen.

Downloads

Compliments Complaints and Concerns Policy
Download